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Over the years, I have been fortunate to build many departments from the ground up and implement new processes and procedures that were always focused on the customer experience. Service has definitely changed over the past few decades, but I was always willing to learn, change, innovate and continuously improve processes and the business operation to ensure the best possible customer experience was created.

The basic principles and foundation of ensuring a consistent employee and customer experience was learned while I was working at The Ritz-Carlton Hotel Company. It was the launching pad for my career, and what I applied to every position held after. Operation efficiency is the only way to deliver an exceptional internal and external experience. To achieve consistency, you have to look at all aspects of the customer’s interaction - touch points and pain points. Over time, that led me on a passionate journey developing, improving and understanding all processes that touched the customer - from CRM implementation and training, generating robust customer data, to website and mobile user experience, to personalizing customer communications.

Customer service must be thought of holistically, meaning all the areas in which the customer interacts with an organization – the 360° view of the customer's experience. The days of customer service being just a call center to help customers resolve issues and have questions answered are over! You must be ready to innovate your service mindset to give your organization the competitive edge and stand out amongst your competition.

Incorporating all aspects of the customer’s interaction is what I call the SmartBusiness model. By deploying this model, it will help an organization navigate it's culture, processes, and employee training in our ever-changing business world, where the total customer experience is what connects the organization to its customers.

"A brand is no longer what we tell the consumer it is - it is what consumers tell each other it is. "

- Scott Cook, Co-Founder of Intuit

A customer’s experience defines a brand and holds the key to acquiring and retaining customers. Without a focus on the customers experience, your sales funnel will continuously need to be replenished with cold calls or worse, with customers that have left.

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So, how does deploying the SmartBusiness model help? SmartBusiness is a formula containing:

Customer focused Vision, Values, and Service Standards

Understanding how the customer engages with your organization

Excelling at Delivery Management & Operational Efficiency

Utilizing technology, customer data and analytics for Continuous Improvement

The SmartBusiness model will help make an organization adapt to the needs of their employees, customers, guide business strategies, and operations to better plan for the future and deliver upon exceptional customer service.

One aspect that should not be overlooked is Service Standards. From an organizational standpoint having service standards establishes that customers are a priority and provides employees with guidelines on how to interact them. All processes and policies in place will be customer focused, allowing employees to make guided decisions that are consistent across the company, and ultimately provide a positive customer experience at every touchpoint. Service Standards also allow employees to be empowered to resolve any dissatisfaction in a proper and timely manner. When the operation is efficient, you will have happy employees!

Data, analytics and customer survey information will show whether an organization is achieving service consistency at every customer touch point.  This information will also show whether or not Service Standards are being lived, and show pain points in the customer’s experience. SmartBusiness allows an organization to hold employees responsible for the entire experience - engagement, resolution of pain points, and creative brainstorming on how to continuously develop better customer experience practices - regardless of what area they focus on, or department they work in.

The SmartBusiness Model will assist any organization by innovating its business mindset, and ultimately delivering excellence in employee and customer satisfaction.

To learn more, contact me now at

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